Process

A Single Point of Contact for your Regional Requirements

OUR PROCESS

Convergence.Asia introduces SPOC to maximize ROI.

Level 0: The touch point

Open the ticket the way you want: web form, email,  voice call, SMS, what’s app, line, ios/android app. During working hours, this ticket is opened by your in-premise Single Point Of Contact (SPOC).

 

 

Level 1: Helpdesk Call Back

Help Desk providing immediate support and troubleshooting, break/fix resolutions, ticket routing and escalation to Level 2.

 

 

Level 2: On-site support

On site support and advanced troubleshooting, hardware replacement, network issues, ticket routing and escalation to Level 3.

 

 

Level 3: Expertise

Database, servers, Infrastructure and complex issues. Level 3 support Engineer has the most expertise and is the go-to person for solving difficult issues.

© 2016 by Convergence.asia. Created by Convergence Asia

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